Senior Vice President of Patient Engagement

2 weeks ago

Philadelphia, Pennsylvania, United States M.L. Best Consulting Full time

M.L. Best Consulting is excited to facilitate the search for a transformative Senior Vice President of Patient Engagement for our esteemed client, a leading non-profit healthcare organization with substantial annual revenue. This pivotal role presents an exceptional opportunity to collaborate with key stakeholders, including the executive leadership team, operational heads, medical professionals, nursing staff, and frontline personnel. As the Chief Patient Experience Officer, you will play a crucial role in spearheading patient-focused initiatives and ensuring the organization remains dedicated to delivering outstanding care and service to all patients.

Key Responsibilities:

  • This senior executive will be responsible for directing the organization's experience strategy, utilizing the best available evidence to enhance systems, processes, and organizational behaviors. This leader will champion cultural transformation aligned with contemporary principles of human-centered design.
  • This position will support regional teams in the design, implementation, and assessment of programs that foster a culture of service excellence throughout the organization.
  • This leader will establish standardized methods to analyze and respond to customer feedback, including the pursuit of innovative real-time service response solutions.

Enhancing Patient and Family Experience

  • Collaboratively define the ideal service experience with input from patients, families, leadership, and staff, identifying necessary systems and behavioral changes to achieve cultural transformation across the organization.
  • Lead the strategic execution of initiatives aimed at optimizing the consumer journey throughout the organization's service areas.
  • Align local service excellence action plans with the overarching strategies of the organization.
  • Cultivate a culture centered on human experience, ensuring that every patient and family member receives exemplary care and service.
  • Strategically develop, refine, and enhance key performance indicators and measurement methodologies using industry-leading tools.
  • Ensure alignment of personnel, processes, systems, and rewards across the organization with best practices in the industry.
  • Serve as the subject matter expert in service excellence, maintaining a comprehensive understanding of current trends and innovative programs related to patient experience on both local and national levels.

Engagement with Internal Stakeholders

  • Design and implement internal training programs aimed at enhancing the service experience for patients, families, and internal interactions.
  • Operationalize recognition programs that reward service excellence.
  • Design and oversee all patient and staff engagement initiatives.
  • Establish internal structures to ensure active participation in service excellence improvements.
  • Develop and distribute internal reports on key performance measures related to service.

Engagement with External Stakeholders

  • Ensure compliance with all patient rights and responsibilities concerning complaints and grievances.
  • Act as the organization's patient grievance officer and advocate for ADA compliance.
  • Create a community engagement platform that allows patients, families, and community members to participate in organizational decision-making.
  • Establish advisory councils for patients and families across the organization's segments.
  • Encourage collaboration among community members, patient advisors, and organizational leadership to ensure the delivery of exceptional services and programs.

Qualifications:

  • 7 to 10 years of relevant experience with increasing levels of responsibility.
  • An advanced degree in Organization Development, Public Health, Health Administration, Business, or a related field.
  • A proven history of implementing and achieving customer service enhancements in a large academic healthcare organization.
  • Advanced knowledge of CAHPS surveys, patient satisfaction tools, consumer research, and complaint management.
  • A track record of achieving high performance in patient satisfaction surveys.
  • Ability to lead and facilitate meetings across diverse audiences.
  • Advanced skills in data analysis and interpretation to support service improvement efforts.
  • Capacity to articulate challenges and proactively develop innovative solutions.
  • Ability to engage stakeholders and team members effectively.
  • Strong verbal and written communication skills with all organizational personnel.

Preferred Qualifications:

  • Completion of advanced training in human-centered design or patient-centered care.
  • Experience with Patient-Centered Outcome Research (PCORI) grant funding and CPXP certification.

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